Ability to train and guide newly hired techs on IT Service Desk fundamentals such as ticket processes and operations of all tools that the Service Desk uses to process requests.
Assisting other technicians with requests acting as an interim point of escalation in addition to helping with the escalation of tickets to higher tier departments, administrators, and software owners.
Helping with ticket hygiene by assisting technicians with aged requests and triaging priority incidents.
Providing follow up information on all projects and priority incidents to both customers and management to ensure status and progress of these is well communicated.
Tracking and recording client information in the ticket system to efficiently resolve problems.
Identifying trends on incoming calls and tickets to help determine a proper course of action when dealing with such trends.
Working on special projects for the IT Department with proper follow up and sense of urgency.
Capable of working overtime if needed periodically.
Associate Degree is preferred
Minimum of 5 years expierence
Experience in troubleshooting desktops, laptops, printers and LAN's is required.
Experience with routers, switches and modems as well as working with ISP's is preferred.
Broad know ledge of troubleshooting with good analytic skills
Ability to work in a high-volume help desk environment
Good customer service and communication skills
Ability to lead small to large projects is preferred